You made a payment on a website that turned out to be a fake e-commerce site. The merchandise hasn’t arrived, customer service isn’t responding, and the site may already be gone. What you do in the next few hours will be crucial to your chances of getting your money back. Here’s the sequence of steps to follow immediately.
Within the first 24 hours: contact your bank
If you paid with a credit or debit card, call your bank’s customer service immediately and ask them to block the transaction. If the payment is still in the authorization phase, it may be possible to stop it. In any case, inform them that this is a fraudulent transaction and ask them to initiate the chargeback process. Timing is crucial: the sooner you act, the better your chances of getting your money back.
If you paid with PayPal
File a dispute directly from your PayPal account in the “Resolutions” section. PayPal offers a buyer protection program that covers purchases you didn’t receive and those that are significantly different from the description. The dispute must be filed within 180 days of payment. Provide all details: the website’s URL, a screenshot of the order, and any communications with the seller.
If you paid by bank transfer
Bank transfer is the riskiest payment method in the event of a scam because it offers fewer automatic protections. Contact your bank immediately anyway: if the transfer was initiated just a few hours ago and hasn’t been processed yet, it may still be reversible. If it has already been processed, ask your bank to contact the recipient’s bank to attempt to recall the transfer. The chances are low, but not zero, especially if you act quickly.
Gather all the evidence
Before the website is shut down or modified, take screenshots of everything: the product page, the order confirmation, any emails you received, the “About Us” or “Contact Us” page, and any customer support chats. Save your bank statement showing the transaction. This evidence will be needed for the police report, for filing a complaint with the bank, and for any potential legal proceedings.
File a police report
File a report with the Postal Police, which you can also do online at commissariatodips.it. In the report, include all the details: the website’s URL, the amount paid, the payment method, the seller’s information (if available), and the dates and circumstances. Filing a report is also necessary to initiate the chargeback process with some banks.
Report the website
Report the website to ShopSicuro to help protect other consumers. Reports are verified by our team, and if confirmed, the site is added to the public blacklist. You can also report the unfair business practice to the AGCM—you’ll find a pre-filled reporting form in the “Forms” section of ShopSicuro.
Request assistance
If you need help handling the case, you can request assistance from the team of lawyers and consultants at the iConsumatori Federation directly through the Assistance section on ShopSicuro. Our experts can help you with the chargeback process, filing the complaint, and any legal action that may be necessary.